Kwesé TV is the redefinition of broadcasting in Africa, taking audiences Beyond TV.
We are a distinctly African entertainment company, disrupting the industry by breaking through the confines of traditional approaches to broadcasting. We aim to meet the needs of an increasingly dynamic and globally connected African viewer by providing affordable, premium content to audiences across the continent. The Kwesé network is Africa’s first truly converged media company with pan-African businesses in Pay TV, Free-to-Air TV, and Digital.
Premised on the concept of TV everywhere and anywhere, Kwesé is revolutionising the media industry in Africa. wesé is a brand of Econet Media Limited, the media arm of Econet, one of Africa’s leading Telecoms, Media & Technology groups.
 
?Kwese is seeking to bring on board a Desktop Support Technician
 
?MAIN PURPOSE OF THE JOB
To provide first level on site or telephonic desktop support to the Kwesé user community including the provisioning of new services for staff, troubleshooting existing desktop services, assisting users with education and awareness in the use of the Kwesé provided tools and IT assets. To provide a high level of customer service and customer satisfaction to the user community in Kwesé.
 
 KEY RESULT AREAS OF THIS ROLE

• Diagnose, troubleshoot and resolve Microsoft Windows and Apple Mac hardware, software and printing problems amongst others.
• Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware.
• Develop, prepare, test and deploy hard drive images and be capable of supporting users in a virtual desktop environment.
• Perform basic computer wired and wireless network troubleshooting.
• Interact professionally with clients exhibiting strong customer service skills.
• Maintain proficiency in PC technical fields of expertise
• Coordinate warranty service where applicable
• Provide timely project updates and status reports
• Maintain a high level of proficiency in using helpdesk systems and tools
• Tests new hardware and software
• Instruct clients in the basic use of approved hardware/software
• Clearly communicate technical concepts to non-technical staff and customers.
• Troubleshoot technical issues to ensure the delivery of programmes to all relevant destinations.

KEY DECISIONS

• Decides on the resolution of calls logged by the user community.
• Decides on the process of troubleshooting problems logged by the user community.
• Decides on the need to interact with 3rd party service providers to provide end to end customer service to the user community.
• Decides on when the call is resolved and closed in accordance with guidelines provided and under supervision.

 
KEY CONTACTS

• Kwesé user community
• IT Operations Team members, 2nd level support and helpdesk administrators
• 3rd Party vendors and suppliers of services to Kwesé & Incident response teams

 
 EDUCATION

• ·Matric / Grade 12

 
POST SCHOOL QUALIFICATIONS

• CompTIA A+
• CompTIA Network+
• CompTIA Cloud+ advantageous
• CompTIA Mobility+ advantageous
• Microsoft MCITP
• Apple Certified Support Professional (ACSP)
• Vendor specific certifications from approved vendors such as VMWare, Microsoft, Apple, Cisco, Citrix, etc. an advantage.

 
EXPERIENCE AND SKILLS

• 3 years in a desktop support role with a medium sized organisation (>100 users serviced)
• Support of complex environments encompassing both Windows and Apple services
• Knowledge of Active Directory, Exchange Online and Office 365 required.
• Proven ability to perform basic troubleshooting of wireless and wired network issues.
• Proved and demonstrated ability to remotely support users across multiple countries.